Date: 12/17/10
Event: Rockabilly Showcase with Two Hoots and a Holler and Dale Watson
Guest Issues: The clientele was amazing. Very polite and courteous. The buzz from the servers was that they had a great time tonight! Lots of large parties and servers handled that well with little assistance. Around 1:10 AM, I was in the karaoke hallway and observed a group of women pulling on karaoke room doors and peeking into the rooms that were occupied. I asked them if they needed any help and they responded defensively and told me that they were just looking around and asked if that was ok. I said of course and proceeded down the stairs as they were making their way to the reservation desk. I went into the office and did not witness them wanting to get into a karaoke room at 1:15 AM, but Aaron told them that they don't seat after 1AM and they then became upset. A manager (Billie) got involved and she explained our policy to them and told them that they could contact our General Manager if they wanted to. They declined, but later told a bartender (Brent) that they wanted to. Billie got Ryan's card and gave it to them. I did not witness or hear about what happened during that exchange. Expect a phone call/email. Nicole Laverty realized as she was checking out the last of her bowling parties that the party at lane 3 (Rafael Gonzolas); who bowled from 12:15-1:15 had walked their tab. I called the number on file (with no answer) and informed Billie of the situation and asked her if we could charge the card on file. She approved, I called and left a message explaining to Gonzolas the situation, and informed him that we would be putting the charges on to his card. Nicole Laverty did so, and added an 18% gratuity. Expect a phone call. A bottle of Absenthe was found on cocktail table 88. The bouncer waited to see if anyone would claim if so that he could throw them out, but no one did.
Service Issues: N/A
Food Issues: N/A
Technical Issues: N/A
Things We Need/Ideas: Ticket counter for the reservation desk.
Misc: Let's get some future concierges server trained! YAY. There have been a couple incidents where outside alcohol has been brought in and consumed. Jello shots were found in a karaoke room a couple of days ago but the party left before Shlee found it. I would suggest more awareness of the issue, and watchful eyes out on the floor and in the karaoke rooms especially during busy nights where things like that can easily slip by. I know we can't monitor everybody all the time, but if we are reminded to, we can keep that in mind when we are walking by tables etc...
Friday, December 17, 2010
Sunday, December 12, 2010
December 10, 2010
Date: 12/10/10
Event: Private party until 8pm/Copa Kings 8pm
Guest Issues: We were at capacity for part of the evening. Yay!
Service Issues: The transition from private party to dining was smooth. All the servers were on point and everybody communicated. Brittney, Kris and Taira did a great job with their large parties. Bill was a team player and helped Lucas out with his large parties in the ballroom.
Food Issues: N/A
Technical Issues: Lane 7 needed to be shut down for the evening because of overheating.
Things We Need/Ideas: I've noticed a lot of trouble with split checks. Jem and I had a conversation about it and he brought to light the necessity for proper Aloha training. I know that a lot of time is lost when servers are trying to split checks for large parties, and this could be avoided if the ticket was properly organized starting with seat numbers. Complications could also be avoided if the server asks towards the beginning of service how the party wants to settle their tab. Another suggestion was to put a cap on split tabs depending on party size.
Misc:
Event: Private party until 8pm/Copa Kings 8pm
Guest Issues: We were at capacity for part of the evening. Yay!
Service Issues: The transition from private party to dining was smooth. All the servers were on point and everybody communicated. Brittney, Kris and Taira did a great job with their large parties. Bill was a team player and helped Lucas out with his large parties in the ballroom.
Food Issues: N/A
Technical Issues: Lane 7 needed to be shut down for the evening because of overheating.
Things We Need/Ideas: I've noticed a lot of trouble with split checks. Jem and I had a conversation about it and he brought to light the necessity for proper Aloha training. I know that a lot of time is lost when servers are trying to split checks for large parties, and this could be avoided if the ticket was properly organized starting with seat numbers. Complications could also be avoided if the server asks towards the beginning of service how the party wants to settle their tab. Another suggestion was to put a cap on split tabs depending on party size.
Misc:
Tuesday, December 7, 2010
December 7, 2010
Date: 12/7/10
Event: Boombox, 10pm
Guest Issues: Took a while to get the party in Rapper's Delight to leave. They were there about 20 min. after their end time. They were intoxicated, and left the room in bad condition. The reservation desk saw fit to not seat RD again for the remainder of the evening. From what I saw, there was pieces of food and broken glass in the carpet. They were a very considerate party otherwise, I just believe that they were over served. Additionally, Kris waited on a large party at bowling lanes 5-8. As they were checking out, they requested separate checks. There was a glitch in Aloha, and Kris was unable to split the check. The party were upset about it, and Billie comped their karaoke room fees. I would suggest there be a policy of no split checks for parties of more than 6 -10. It cripples the servers for an extended period of time and compromises their ability to give good customer service. If guests know about this policy coming in, they can plan accordingly about how to settle their tab.
Service Issues: Shlee talked to me tonight about Bill not pulling his weight as a busser. I took some time to evaluate his performance, and I did observe him hanging out at the expo, reservation desk and the kitchen when lanes, tables and karaoke rooms needed to be bussed/reset. Shlee also talked to me about not being informed of the additional Concierge positions. She has a desire to move up in this company, but feels like her voice hasn't been heard in those regards. She informed me that she wanted to be a server but no one had taken steps to train her. She would have been, and still is interested in a Concierge position.
Food Issues: N/A
Technical Issues: Low Places continues to have remote control issues.
Things We Need/Ideas:
Misc: N/A
Event: Boombox, 10pm
Guest Issues: Took a while to get the party in Rapper's Delight to leave. They were there about 20 min. after their end time. They were intoxicated, and left the room in bad condition. The reservation desk saw fit to not seat RD again for the remainder of the evening. From what I saw, there was pieces of food and broken glass in the carpet. They were a very considerate party otherwise, I just believe that they were over served. Additionally, Kris waited on a large party at bowling lanes 5-8. As they were checking out, they requested separate checks. There was a glitch in Aloha, and Kris was unable to split the check. The party were upset about it, and Billie comped their karaoke room fees. I would suggest there be a policy of no split checks for parties of more than 6 -10. It cripples the servers for an extended period of time and compromises their ability to give good customer service. If guests know about this policy coming in, they can plan accordingly about how to settle their tab.
Service Issues: Shlee talked to me tonight about Bill not pulling his weight as a busser. I took some time to evaluate his performance, and I did observe him hanging out at the expo, reservation desk and the kitchen when lanes, tables and karaoke rooms needed to be bussed/reset. Shlee also talked to me about not being informed of the additional Concierge positions. She has a desire to move up in this company, but feels like her voice hasn't been heard in those regards. She informed me that she wanted to be a server but no one had taken steps to train her. She would have been, and still is interested in a Concierge position.
Food Issues: N/A
Technical Issues: Low Places continues to have remote control issues.
Things We Need/Ideas:
Misc: N/A
Saturday, December 4, 2010
December 4, 2010
Date: 12/4/10
Event:Geeks Who Drink/90's Video Dance Party
Guest Issues: Around 6:15pm, Brittney Walker asked me to ask a party of 3 at lane 8 to get off the lane as their time was up. They had technical issues during their hour of bowling and were comped fees and additional time was added. Their time had ended around 5:45pm, and were already cashed out and still sitting at the lane. She wanted the lane to be free so that potential walk-ups could bowl. I introduced myself as the concierge and informed them that their time was up at that specific lane, but were welcome to stay as long as they liked at the bar, or I could get them a table in dining. One customer seemed upset that she had to move, but did so, I thanked them, and the party moved to the bar. They talked to Adrian while there were there and complained to him about having to move. Adrian offered to put them back on the lane for some free bowling, but they denied. They were also upset about not having a specific drink on the menu, and left shortly after.
Service Issues: Servers were great. I have noticed the past couple of nights having dining parties of 30 and less than half show up. Servers' tables are taken up for over an hour to accommodate the party. I would suggest either a charge for an incomplete party, or have them make that a private party. Both the servers and the Highball are potentially losing money due to this. I have talked to several customers who wanted to make dining reservations but were turned down due to those large parties.
Food Issues: N/A
Technical Issues: Lane 8 having technical difficulties earlier in the night.
Things We Need/Ideas: N/A
Misc: N/A
Event:Geeks Who Drink/90's Video Dance Party
Guest Issues: Around 6:15pm, Brittney Walker asked me to ask a party of 3 at lane 8 to get off the lane as their time was up. They had technical issues during their hour of bowling and were comped fees and additional time was added. Their time had ended around 5:45pm, and were already cashed out and still sitting at the lane. She wanted the lane to be free so that potential walk-ups could bowl. I introduced myself as the concierge and informed them that their time was up at that specific lane, but were welcome to stay as long as they liked at the bar, or I could get them a table in dining. One customer seemed upset that she had to move, but did so, I thanked them, and the party moved to the bar. They talked to Adrian while there were there and complained to him about having to move. Adrian offered to put them back on the lane for some free bowling, but they denied. They were also upset about not having a specific drink on the menu, and left shortly after.
Service Issues: Servers were great. I have noticed the past couple of nights having dining parties of 30 and less than half show up. Servers' tables are taken up for over an hour to accommodate the party. I would suggest either a charge for an incomplete party, or have them make that a private party. Both the servers and the Highball are potentially losing money due to this. I have talked to several customers who wanted to make dining reservations but were turned down due to those large parties.
Food Issues: N/A
Technical Issues: Lane 8 having technical difficulties earlier in the night.
Things We Need/Ideas: N/A
Misc: N/A
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